In furtherance of its goal to become the Bank of choice in the Ghanaian Banking industry, Access Bank Ghana continues to recognize and honour its customers with new and enhanced service delivery initiatives.
The Bank recently launched its Guest Tellering initiative for the second half of the year, allowing key Management staff and Department heads to serve customers who transact business in the banking halls.
The launch follows a successful exercise held earlier in May this year which recorded total of 86 Management staff and Unit Heads participating across various branches.
The Guest Tellering initiative provides the rare opportunity to engage directly with the customers and obtain firsthand information from customers about the Banks products and services. It also enables the Guest Tellers to assess the quality of service, interact and motivate frontline staff to exceed customer expectations.
Access Bank Ghana has over the past five years institutionalized the Guest Tellering initiative and used it as an insightful exercise for continues improvement.
Speaking during the Guest Tellering launch, Mr. Dolapo Ogundimu, Managing Director of Access Bank Ghana, noted that: “Our customers remain at the heart of our business and we are committed to responding to their needs with sensitivity and dynamism”
He further mentioned that: “This year, we are expanding our branch network and it is important that we reinforce this commitment on a daily basis to obtain fresh insights and feedback on the “Voice of the Customer”. We believe that focusing on the customer in everything we do will propel us to become one of the Top three Banks in Ghana within the next five years.
Speaking on the exercise, the Head of Customer Experience Unit, Hetty Mercer stated that:
“The passion to serve our customers is actively shared by all employees of the Bank. Thus our Guest Tellering exercise continues to receive high participation whilst reminding our front line staff that the Banks leadership is committed to continuous improvement and service standards that exceed customer expectations. It also motivates them to outperform themselves and develop strong relationships with our customers”.
Access Bank’s commitment to its customers is non-negotiable, as the Bank believes that customers are the only reason our business is still in operations. The Bank continue to approach all customers with a ‘can do’ attitude and respond accordingly to customers’ needs at all times.
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